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Support Engineer 4

Job ID: 25-10107
Pay rate range - $45/hr. to $50/hr. on W2
Schedule: 8 AM- 5 PM CST, 4 days from the office M-Th and 1 day ( Friday) from home

Top skills: Prior experience in RAN commissioning & integration, Senior-level Customer support experience, Strong communication skills

KEY RESPONSIBILITIES/REQUIREMENTS:

Essential Skills, Duties and Responsibilities:
• Strong knowledge and experience with 4G / 5G 3GPP technologies
• Strong knowledge and experience supporting/working on wireless network deployments (LTE/5G), SW/FW upgrades, installation, and commissioning process
• Ability to manage workflow in a ticketing system. Document issues/support requests raised by the customer and provide updates until issue resolution in the Remedy Sales Force ticketing tool
• Working with customers on a day-to-day basis to resolve customer network issues and provide technical support over the phone and email
• Support the customer C&I team by answering questions on the Client equipment, assisting during troubleshooting, and identifying the root cause.
• Potential to grow into a Tier 3 or technical SME role
• Desire to serve in a lead capacity with the ability to train and direct the activities of junior engineers
• Ability and desire to cross-train on different RAN Technologies
• Manage escalations on pre-commercial sites during customer C&I activities with Client higher Tiers
• Provide debug log analysis, check network configuration, and support the customer as needed.
• Experience troubleshooting RAN / RF performance issues.
• Experience with wireless network architecture, protocols, RF optimization, and standards
• Be able to review various Engineering and Operational MOPs and provide feedback
• Review and provide updates and resolutions on open tickets before escalation to a higher support tier
• Build strong relationships with higher support tier teams to gain knowledge and collaborate in order to gain expertise
• Strong communication (oral and written) and good presentation skills
• Lead calls successfully with customers on technical discussions where there may be a difference in opinion. Overcome adversity and resolve issues with alignment
• Contribute in the adaptation of tools for process improvement, automation, and increasing efficiencies
• Provide On on-the-job training to the customer on a quarterly basis and as needed
• Meet ticket quality and productivity standards
• Perform knowledge sharing with all team members to enhance training
• Lead calls successfully with customers on technical discussions where there may be a difference in opinion. Overcome adversity and resolve issues with alignment

Desired Skills and Experience:
• Strong knowledge in LTE and 5G network architecture (RAN and CORE Network Elements) and IP network
• Prior experience in commissioning, integration and network support-related activities is a must
• Experience with wireless network architecture, protocols, RF optimization and standards
• Strong communication (oral and written) and good presentation skills
• Experience with Client RAN products is a plus
• Senior level customer support experience with mobile wireless network carriers
• Previous experience in a Senior or Lead support role with a leading network equipment manufacture
• Ability to write basic or advanced scripting in Unix, Python or other programming languages is a plus
• Experience with use of AI to enhance productivity and efficiency preferred

Education, Work experience and Training:
• BS EE or CS or other related field required. MS EE or CS or other related field preferred.
• 5 years minimum of telecom related work experience
• Strong knowledge of wireless network architecture concepts especially in RAN domain
• Experience with Virtualized RAN Network and applications
• Good knowledge and experience with Unix Bash Shell Scripting and Perl/Expect Scripting
• Strong customer support experience
• Experienced in investigating and evaluating data trends for problem resolution
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